#clippercard

Hello,

My name is Joshua Love. My Clipper Card number is [number here]. My city of birth is [city name here] (for verification purposes). I have the Muni Adult Fast Pass option on my card, where I pay $76 a month for unlimited Muni and BART travel within the city of San Francisco. A few months ago, I changed my billing info to my [credit union name here] checking account. Twice money was successfully pulled from my account to pay for my monthly pass.

Trouble began around January 14, where my card was blocked, and money was not pulled from my account. I do not know why, as I had not changed my information in the past couple months. So on a couple trips, cash was pulled from moneys previously loaded on my card. I went to the website, found out about the block and saw that the account number appeared incorrect out of nowhere (which is odd since it worked successfully twice before), so I changed the info on the website to pull directly from my debit card instead. I called Clipper Card customer service a day or two later, and was told that it looks like since I changed my debit info, this should all be resolved in a day or two and it would be unblocked, and that I could get the money on individual trips refunded. I repeat, I was told that this should all be resolved in a day or two and that I could get the money on individual trips refunded. A few days later, nothing happened, and I still had to load cash on my card. So I went back on the website, re-entered my info, just to be sure. Today, my bank account is charged, and autoload for Muni Fast Pass is corrected. Hooray! It is two weeks later, but hey, things happen, and clippercard.com does explicitly state that things move at a snail’s pace when changing billing information and whatnot.

So, I call back to get my refund of all these individual trips I paid for that are now covered by the $76 deducted from my account to cover the Muni Fast Pass for the month of January. I am told, sorry, no can do, and that I was given incorrect information. I am—I think understandably—upset for having paid an extra seventy plus dollars for Muni and BART trips. I did nothing to cause this situation, I was told it would be resolved shortly, and I was told I would be refunded. This has not been the case at all. I asked if instead I could be refunded the Fast Pass and instead just start in the month of February. Again I was told no, and if I looked at the customer agreement I could see that customers are not regarded that well when glitches occur at clippercard.com and then said customers are given false information by customer service agents who just want to tell them nice things and get them off the phone. This is upsetting to me, because I have essentially paid twice for a couple weeks bus / BART service.

Please refund me my money for the individual trips. I would like to do this via email, because I don’t want to ruin anyone’s day by calling in and getting all grumpy over the phone. I have been a customer service agent before, I know what a living hell the job can be, and I don’t want to be another person adding to the collective anxiety of a department of people just trying to do their jobs of balancing the needs and wants of a large company serving public transportation for a major metropolitan area and the hundreds of thousands of people that rely on that transportation service who feel they have no recourse when they are getting the shaft.

Thank you,

Joshua Love [my phone number]

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